Field Service Manager

Hours Per Week:
Vacancy Type:
10 Sep 2024
Salary Details:
West London
What you'll be doing?

The Customer Care team make sure home buyers receive the very best care following their home buying experience.

Being in a customer-facing role with us is a little bit different than most businesses. Our customers expect their homes to be of the highest standard, and you’ll make sure they are, by being on hand with answers and practical help. Because of the things you’ll be dealing with we look, ideally, for construction or building experience. More importantly than that though, is your passion for quality and professionalism.

Reporting to the Head of Customer Care you will be responsible for ensuring that defects are resolved within predetermined SLA’s and that remedial works are carried out efficiently and to high quality standards (managing a field based Customer Service Operative and working closely with an office based Customer Care Co-ordinator).


You will be expected to:

  • Inspect and diagnose defects to provide a necessary resolution (liaise with any other departments where necessary to ensure that the most efficient and robust solutions are sought and implemented)
  • Efficiently manage and resolve service requests submitted by customers, ensuring works are carried out to high quality standards and are right first time,within the SLA’s
  • Ensure Technicians and subcontractors are well directed with clear guidelines to their own job responsibilities, and provided with full support in achieving these
  • Ensure that customers are kept fully updated with clearly set actionable steps and estimated completion dates
  • Face to Face customer support
  • Carry out calls following works to ensure satisfactory completion (and that results are duly recorded and reported)
  • Carry out feedback calls regularly to all customers to gage and ensure satisfaction levels
  • Communicate all information to the Customer Care Coordinators and ensure that the system is maintained and updated
  • Chase subcontractors for speedy and efficient resolution of any issues and manage quality of their works
  • Promote, build-up and maintain good working relationships with Housing Associations, subcontractors and any other stakeholders
  • Ensure Customer Service Operatives are conducting works in a safe manner, responsible for H+S compliance in both subcontract
  • Minimise costs associated with remedial works and adhere to the sign-off and cost recording policies. Identify and implement all contra-charging opportunities
  • Actively gather, analyse and report to the Head of Customer Care customer feedback and any trends so as to enable lessons learnt
  • Attend NHBC Resolutions and ensure prompt resolution of any issues which the company is found to be responsible for
  • Provide out of hours cover (weekdays / weekends / bank holidays)
  • Carry out any further actions to improve overall customer satisfaction in line with targets set by company
  • Represent, drive and promote the Barratt London values effectively being a Brand Ambassador
  • From time to time as required by the business, provide support to Customer Experience colleagues on site
  • Further ad-hoc duties as may be required to maintain the highest levels of customer satisfaction
What you'll need?

To be successful in the role, we are looking for:

  • Good knowledge of construction and defect management procedures- able to provide a clear path to a resolution
  • Customer Focused
  • Exceptional communication skills both written and verbal
  • Proven track record in a similar role
  • Lateral / innovative thinker / problem-solver
  • Driven, organised and self-motivated with good time management skills
  • Thrives under pressure in a fast paced busy environment
  • Takes ownership of issues and is accountable for things when they go wrong
Our Company and Benefits
We’ve been nationally recognised as a 5 star housebuilder since 2009 for supplying high-quality homes for all generations. That’s more than any other major housebuilder. It’s because we combine the brightest minds, the latest technology, and a genuine commitment to putting customers first. We want the best people in the industry to help us shape the future of building. We have tailored opportunities for apprentices, graduates, experienced professionals and ex-Armed Forces personnel to come and help us stay one step ahead, and build the homes that Britain needs.

We are building an organisation where anyone with drive and talent can pursue the career they want. We are building a culture where anyone, regardless of gender, race, sexuality, disability, background or any other characteristic, can progress and be proud to work for us.

Barratt adopts a hybrid way of working which assumes that where roles allow, our office-based colleagues divide their time between working in the office, on our construction sites and sales offices, and working from home, as the role dictates.  We recognise the many benefits that an effective hybrid working culture brings to both the Company and our colleagues.

As part of working for Barratt Developments PLC and specifically for this role we offer:

  • Competitive Salary
  • Competitive Bonus Scheme
  • Company Car or Cash Allowance
  • Private Medical Insurance - Single Cover
  • Annual Medical Health Assessment 
  • 26 days holiday (increase by 1 day for every 3 years continuous service up to 29 days)
  • Choice of Flexible Benefits
  • Enhanced Family Friendly Policies
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